Multi-featured Attendant Solution Key Features - Connection

1 Mitel InAttend Multi-featured Attendant Solution Key Features Multi-featured Attendant Solution based on open standards Handles high volumes of calls with efficient call transfers to the right person Supports multi -communication server environment Integrates with Mitel's Contact Management (CMG) for powerful directory functionality Future-proof, scalable Solution for growing organizations Integration with MiCollab UCC. suite for Presence and IM. Integration with third party UC. solutions , like Microsoft Skype for Business/Lync and Cisco Unified Presence Server Line State Federation service Basic recording Support for visually impaired Professional Attendant Solution from Mitel Mitel's InAttend Attendant Solution provides all the necessary tools for attendants and receptionists to perform efficiently.

2 With powerful SIP-based call and queue handling, contact search options, calendar integration, MiCollab presence information and IM, Microsoft Skype for Business/Lync presence information, line state and activity status, Mitel's InAttend is available as a stand-alone Attendant application or integrated within the Mitel CMG Suite for a complete, unified communications and collaboration Solution across the global enterprise. Features and Functionality UP-TO-DATE PRESENCE AND ACTIVITY STATUS DIRECTORY SEARCH. OF ALL CONTACTS. The main task for an Attendant is to answer calls, find InAttend offers a broad range of integrated functions for the correct person in the company and connect them. achieving high-quality Attendant performance, particularly With the powerful and flexible search option of InAttend, during periods of high volume traffic.

3 The Attendant can easily find contacts and obtain all information needed to transfer the call. Integrated directory search and presence information on each contact enhance the potential for successful first- Search across multiple directories call transfers. InAttend displays the activity and availability Integrated directory based on LDAP or CMG. of the contact being called, organizational affiliation, and Automatic search when a minimum number of characters information on when the contact can be reached if not are entered available. When combined with the MiCollab UCC suite, Search for multiple fields and multiple criteria in one field attendants will have complete visibility of user presence Rich Presence info displayed in search results, including: and dynamic status, plus the possibility to contact them via Calendar information IM.

4 UC presence ( MiCollab presence / dynamic status information). Attendants can also send messages to contacts via Line state different message systems when immediate interaction Microsoft Skype for Business/Lync presence mode (presence is required. When integrated into the Mitel CMG Suite, indicator colors harmonized with Skype for Business/Lync attendants have visibility and control over activity-based presence color scheme). call routing options for CMG Web users enabling increased Phonetic/nickname search (CMG directory). call handling efficiency. Returned search results and search fields themselves configurable Ability to initiate calls directly from search results When a contact is unavailable, the Team function helps locate contacts in the same department or company as an alternative Detail view with additional data for a search entry ( calendar or picture).

5 Presence info displayed in result list and Busy Lamp Field Ability to display and change the call forwarding state of a phone CONFIGURABLE CALL QUEUES AND ANNOUNCEMENT. Queues configurable for calls to one or more Attendant workplaces Service hours and queue buttons can be configured separately for each queue InAttend expert interface Support for multiple unique queue entry configurations per queue Announcements are configurable per queue entry and can be played before answering Overflow to other queue or number for calls can be configured when no Attendant is logged on Automatic Call Distribution to the longest idle Attendant InAttend queues Public or private park queues Public or private recall queues with on demand recall possibilities 2 | Mitel SWITCHING AND TELEPHONY BASIC RECORDING.

6 Softphone and hardphone support InAttend clients have the possibility to configure recording Dynamic list of all incoming calls according to the following modes: Ability to pick call from list of calls in queue Recording disabled (default). Status of internal extension displayed before transfer Record on demand Transfer calls, either screened or blind Record all calls Intrusion with forced release When using the record on demand mode, the Attendant Three dial and transfer modes: can start recording a call by clicking on the record icon. - Preview dialing When the Attendant activates the recording, a recording of - One-click dialing the complete call, from the very beginning of the call, will - One-click dialing and transfer Park call and Hold call functions be stored.

7 Calls are stored on the ACS media server and access to the recordings for post processing is done via Configurable Busy Lamp Field the Windows file system. Support for subscriber capability (announcement, screen information configurable per subscriber). CUSTOMIZABLE SCREEN. Call control functions accessible by mouse or keyboard Attention feature for new calls in a queue The logical design and screen layout of InAttend is based on Dynamic recall for transferred calls continuous interaction with professional Attendant console users. It allows attendants to perform their most common Recall for transfer on busy (camp-on). tasks with the fewest keystrokes. Web panel to display Internet/Intranet sites QUALITY MANAGER (QM).

8 The Quality Manager collects Attendant call statistics from the Attendant Connectivity Server (ACS) and QM. The data is processed and presented in web reports, including queuing time, call handling time, resource allocation, recalls, missed calls etc. The QM also includes a real time Wallboard. MESSAGING. E-mailing of telephone notes to target persons SMS messaging function (SMS gateway required). Calendar information Instant messaging/chat function between attendants InAttend user interface Mitel | 3. LINE STATE FEDERATION WITH. OS AND HW REQUIREMENTS. MICROSOFT SKYPE FOR BUSINESS/LYNC. Windows Server 2016, Windows Server 2012 and With the line state federation service, call manager's line Windows Server 2012 R2. state is federated into Microsoft Skype for Business/Lync.

9 Microsoft SQL 2016, SQL 2016 Express, SQL 2012. This means that users with extensions on mivoice Server and SQL 2012 Express MX-ONE will appear as busy in Skype for Business/Lync 8 GB RAM (as a minimum). if in an active call on the MX-ONE side. Clients Windows 7, Windows and Windows 10. SUPPORT FOR VISUALLY IMPAIRED 17 widescreen display (16:9): 1440 x 900 pixels 19 standard display (4:3): 1280 x 1024 pixels The InAttend application can be used by attendants with visual impairments through the integration with external products. SUPPORTED PLATFORMS. mivoice MX-ONE, mivoice 5000. Mitel OPEN STANDARDS and mivoice office 400. InAttend is a future-proof and scalable Solution based Microsoft Skype for Business and Lync 2015, Other Alcatel-Lucent OmniPCX Enterprise, Cicso Unified on open standards (SIP, LDAP, SMTP) in order to support vendors Communications Manager, Avaya CS1000 and customers' multivendor environments.

10 Avaya Aura 7. multi -LANGUAGE SUPPORT. InAttend supports the following languages: Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Norwegian, Portuguese, Russian, Spanish and Swedish. Copyright 2017, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks. 146213-R170614-EN.